Presented by: Yvone Mabuza

Mpumalanga: Department of Finance

Build Trust and Confidence ‘

Mobile: +27761411519 www.elangeniservices.co.za

MEANING OF BUILD •To form something by combining materials or parts.

Firm reliance on the integrity, ability, or

character of a person or thing

MEANING OF TRUST

MEANING OF CONFIDENCE being self-assured, showing self-reliance,

or not being anxious or nervous.

UNDERSTANTING OF TRUST

•Trust is the ability to build confidence in a

relationship so that both parties believe the other

will not intentionally hurt them but will act in their

best interest.

•to build trust into our everyday practices and

relationships

•to develop institutions in

which such practices and relationships are not

only possible but also mandatory

•ordinary trust, at home and at the office, where

the right kind of conversations, are the only tools

needed.

INGREDIENTS OF TRUST

•Trust takes time

•Building trust requires a certain amount of

risk, mostly emotional.

•Trust must be built from the other person's

perspective

•Trust must be nurtured

•Don’t be afraid (Opposite of trust is fear)

SIGNS OF DISTRUST

•Power or control

•Suppressed negative thoughts

•Unconscious body language ( folded arms, scew smile)

•Belief that others are deceptive without real

evidence

UNDERSTANDING OF CONFIDENCE

•Confidence is build from trust

•Able to present your work accurately & thorough.

•Client wants to know more about you & your work

•Get compliments & in return boost self confidence

•

•Want to be better & better all the time

T & C IN YOUR PRESENTATION •Understanding the characteristics of a good presenter

•Overcoming the “Fear Factor”

•Applying the presentation process from planning to question and

answer sessions

•Analysing the audience

•Successful interaction with the audience, maintaining sound group

dynamics.

•Reinforcing the message –key words, pace, transitions, body language

•Using appropriate visual aids to enhance the presentation.

•Drawing successful conclusions

Marketing - It's All About Trust & Confidence

Quote from Kylann Consulting:

“When I was working in the computer industry years ago, I

used to be baffled every time I lost a sale to IBM. I had the

better product -- often by far -- I had the better technology,

the better software, etc. I was an excellent salesperson, an

excellent presenter, and often established a close rapport

with my intended clients. But again and again I lost the sale

to IBM.

Why? Lack of trust and confidence. IBM had the trust and

confidence of the prospective consumer even if they didn't

have the best solution. At the time, buyers took the attitude

that if it were, in any way, a risky decision between any two

vendors, go with IBM. You couldn't go wrong with IBM.

Trust and confidence is as powerful a decision force

today as it ever was then. In fact, it may be MORE

powerful than it was then.”

SIX WAYS TO BUILD CUSTOMER TRUST

1. Stop being a cold impersonal business and start being a warm,

personable business. Building the company name is one thing but

bringing an actual personality to a business is another.

2. Be truthful. By that I mean, don't tell just part of the truth in your ads.

3. Some people say that imitation is the sincerest form of flattery. It's

one thing to be equal to or better than your competitor but it's an entirely

different matter to sound like them in your advertising.

4. Spell out your guarantee. Build your reputation for standing behind

what you do even when it sometimes costs you.

5. Make it easy for customers to complain. Provide phone numbers,

feedback email access and any other ways you can think of for customers

to notify you when there is a problem. The longer it takes to resolve a

problem the more potential customers will hear about this particular

customers dissatisfaction with your company.

6. Build on your successes. Actively solicit testimonials from satisfied

customers and display them where customers can easily see them.

NEGATIVE IMPACT OF DISTRUST IN THE WORKPLACE

•Formation of cliques or groups

•No inter departmental communication

•Delays in submitting projects

•Engaging in negative workplace gossip

•Absence due to feelings of insecurity

•Confrontations

•Loss of revenue

HOW TO REGAIN TRUST

•Self introspection & forgiveness – give second chances

•Communicate feelings – don’t presume

•Give compliments ,

•Training (interpersonal relationship building and effective

interpersonal skills)

•& Promotion

•Act with integrity and keep commitments

•Confront hard issues in a timely fashion

•Protect the interest of all employees in a work group.

"The most important step in entering a new culture is to build trust. Only when

people trust us will they listen to what we have to say." Marvin K. Mayers’

Thank you!